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Umesh Deshpande

Agenda for the Session

What is ITIL? What about v3? Key Concepts Service Management & Delivery The Service Lifecycle The Five Stages of the lifecycle ITIL Roles Functions and Processes Further Learning Accreditation

What is ITIL?

Systematic approach to high quality IT service delivery Documented best practice for IT Service Management Provides common language with well-defined terms Developed in 1980s by what is now The Office of Government Commerce itSMF also involved in maintaining best practice documentation in ITIL itSMF is global, independent, not-for-profit

What about v3?

ITIL started in 80s. 40 publications! v2 came along in 2000-2002 Still Large and complex 8 Books Talks about what you should do v3 in 2007 Much simplified and rationalised to 5 books Much clearer guidance on how to provide service Easier, more modular accreditation paths Keeps tactical and operational guidance Gives more prominence to strategic ITIL guidance relevant to senior staff Aligned with ISO20000 standard for service management

Key Concepts

Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks e.g. The HFS backup service means that you as Unit ITSS dont have to care about how much tapes, disks or robots cost and you dont have to worry if one of the HFS staff is off sick or leaves

Key Concepts
Service Level Measured and reported achievement against one or more service level targets E.g.

High or Red = 1 hour response 24/7 Medium or Amber = 4 hour response 8/5 Low or Green = Next business day

Service Level Agreement Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs

Key Concepts
Configuration Management System (CMS) Tools and databases to manage IT service providers configuration data Contains Configuration ManagementDatabase (CMDB)

Records hardware, software, documentation and anything else important to IT provision

Release Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services

Key Concepts

Unplanned interruption to an IT service or an unplanned reduction in its quality

Reducing or eliminating the impact of an incident without resolving it

Unknown underlying cause of one or more incidents

4 Ps of Service Management

People skills, training, communication Processes actions, activities, changes, goals Products tools, monitor, measure, improve Partners specialist suppliers

Service Delivery Strategies

Strategy In-sourcing Out-sourcing Co-Sourcing Knowledge Process Outsourcing (domain-based business expertise) Application Outsourcing All parts internal


External resources for specific and defined areas (e.g. Contract cleaners) Mixture of internal and external resources Outsourcing of particular processes, with additional expertise from provider External hosting on shared computers applications on demand (e.g. Survey Monkey, Meet-o-matic) Outsourcing of specific processes e.g. HR, Library Circulation, Payroll Sharing service provision over the lifecycle with two or more organisations (e.g. Shared IT Corpus/Oriel)

Business Process Outsourcing Partnership/Multi-sourcing

The Service Lifecycle

How the Lifecycle stages fit together

Service Strategy
What are we going to provide? Can we afford it? Can we provide enough of it? How do we gain competitive advantage? Perspective Vision, mission and strategic goals Position Plan Pattern Must fit organisational culture

Service Strategy has four activities

Service Assets

Things you buy or pay for IT Infrastructure, people, money Tangible Assets

Things you grow Ability to carry out an activity Intangible assets Transform resources into Services

Service Portfolio Management

Prioritises and manages investments and resource allocation Proposed services are properly assessed
Business Case

Existing Services Assessed. Outcomes:

Replace Rationalise Renew Retire

Demand Management

Ensures we dont waste money with excess capacity Ensures we have enough capacity to meet demand at agreed quality Patterns of Business Activity to be considered
E.g. Economy 7 electricity, Congestion Charging

Service Design

How are we going to provide it? How are we going to build it? How are we going to test it? How are we going to deploy it?

Processes in Service Design

Availability Management Capacity Management ITSCM (disaster recovery) Supplier Management Service Level Management Information Security Management Service Catalogue Management

Service Catalogue

Keeps service information away from business information Provides accurate and consistent information enabling service-focussed working

Service Level Management

Service Level Agreement Operational Level Agreements

Internal Underpinning Contracts External Organisation Supplier Management Can be an annexe to a contract Should be clear and fair and written in easy-to-understand, unambiguous language

Success of SLM (KPIs) How many services have SLAs? How does the number of breaches of SLA change over time (we hope it reduces!)?

Things you might find in an SLA

Types of SLA

All customers get same deal for same services

Different customers get different deal (and different cost)

These involve corporate, customer and service levels and avoid repetition

Right Capacity, Right Time, Right Cost!

This is capacity management Balances Cost against Capacity so minimises costs while maintaining quality of service

Is it available?

Ensure that IT services matches or exceeds agreed targets Lots of Acronyms

Mean Time Between Service Incidents Mean Time Between Failures Mean Time to Restore Service

Resilience increases availability

Service can remain functional even though one or more of its components have failed

ITSCM what?

IT Service Continuity Management Ensures resumption of services within agreed timescale Business Impact Analysis informs decisions about resources
E.g. Stock Exchange cant afford 5 minutes downtime but 2 hours downtime probably wont badly affect a departmental accounts office or a college bursary

Standby for liftoff...

Accommodation and environment ready but no IT equipment

As cold plus backup IT equipment to receive data

Full duplexing, redundancy and failover

Information Security Management

Making sure only those authorised can see data

Making sure the data is accurate and not corrupted

Making sure data is supplied when it is requested

Service Transition

Build Deployment Testing User acceptance Bed-in

Good service transition

Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services Some things excluded Swapping failed device Adding new user Installing standard software

Knowledge management

Vital to enabling the right information to be provided at the right place and the right time to the right person to enable informed decision Stops data being locked away with individuals Obvious organisational advantage



Information - who, what , where?

Knowledge - How?

Wisdom - Why?

Wisdom cannot be assisted by technology it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information

Service Asset and Configuration

Managing these properly is key Provides Logical Model of Infrastructure and Accurate Configuration information Controls assets Minimised costs Enables proper change and release management Speeds incident and problem resolution

Configuration Management System

Painting the Forth Bridge...

A Baseline is a last known good configuration But the CMS will always be a work in progress and probably always out of date. But still worth having Current configuration will always be the most recent baseline plus any implemented approved changes

Change Management or what we all get wrong!

Respond to customers changing business requirements Respond to business and IT requests for change that will align the services with the business needs Roles Change Manager Change Authority

Change Advisory Board (CAB) Emergency CAB (ECAB)

80% of service interruption is caused by operator error or poor change control (Gartner)

Change Types

Non-urgent, requires approval

Non-urgent, follows established path, no approval needed

Requires approval but too urgent for normal procedure

Change Advisory Board

Change Manager (VITAL) One or more of Customer/User User Manager Developer/Maintainer Expert/Consultant Contractor CAB considers the 7 Rs Who RAISED?, REASON, RETURN, RISKS, RESOURCES, RESPONSIBLE, RELATIONSHIPS to other changes

Release Management
Release is a collection of authorised and tested changes ready for deployment A rollout introduces a release into the live environment Full Release e.g. Office 2007 Delta (partial) release e.g. Windows Update Package e.g. Windows Service Pack

Phased or Big Bang?

Phased release is less painful but more work Deploy can be manual or automatic Automatic can be push or pull Release Manager will produce a release policy Release MUST be tested and NOT by the developer or the change instigator

Service Operation

Maintenance Management Realises Strategic Objectives and is where the Value is seen

Processes in Service Operation

Incident Management Problem Management Event Management Request Fulfilment Access Management

Functions in Service Operation

Service Desk Technical Management IT Operations Management Applications Management

Service Operation Balances

Incident Management

Deals with unplanned interruptions to IT Services or reductions in their quality Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure) Reported by:
Users Technical Staff Monitoring Tools

ITIL Incident Management

Incident Detecting & Recording

Ownership, Monitoring, Tracking & Communication

Initial Classification & Support

Y Service Request ? Service Request Procedure

Investigation and Diagnosis

Resolution & Recovery

Incident Closure

Event Management

3 Types of events
Information Warning Exception

Can we give examples? Need to make sense of events and have appropriate control actions planned and documented

Request Fulfilment

Information, advice or a standard change Should not be classed as Incidents or Changes Can we give more examples?

Problem Management
Aims to prevent problems and resulting incidents Minimises impact of unavoidable incidents Eliminates recurring incidents Proactive Problem Management Identifies areas of potential weakness Identifies workarounds Reactive Problem Management Indentifies underlying causes of incidents Identifies changes to prevent recurrence

ITIL Problem Management

Incident Alert

Inform users of work around

Assess Incid and follow process


Update incid count on known Error Rec. Update incid rec with ID of Known error Update incid rec with data classification Extract resolution or circumvention from known Error DB

Routine Incident

Update Incid Count on Problem Rec Update Incid Rec with ID of Problem Update Incid with data for classification Extract resolution or circumvention from known Problem DB

On Known Error DB

On Problem DB N Raise new Record on Problem DB

Support Required

New Problem Alert

Support Required

Execute Resolution Action

Allocate to Problem Management

Execution Resolution Action

Access Management

Right things for right users at right time Concepts

Access Identity (Authentication, AuthN) Rights (Authorisation, AuthZ) Service Group Directory

Service Desk
Local, Central or Virtual Examples? Single point of contact Skills for operators Customer Focus Articulate Interpersonal Skills (patient!) Understand Business Methodical/Analytical Technical knowledge Multi-lingual Service desk often seen as the bottom of the pile Bust most visible to customers so important to get right!

Continual Service Improvement

Focus on Process owners and Service Owners Ensures that service management processes continue to support the business Monitor and enhance Service Level Achievements Plan do check act (Deming)

Service Measurement
Technology (components, MTBF etc) Process (KPIs - Critical Success Factors) Service (End-to end, e.g. Customer Satisfaction) Why? Validation Soundness of decisions Direction of future activities Justify provide factual evidence Intervene when changes or corrections are needed

7 Steps to Improvement

ITIL Roles

Process Owner
Ensures Fit for Purpose

Process Manager
Monitors and Reports on Process

Service Owner
Accountable for Delivery

Service Manager
Responsible for initiation, transition and maintenance. Lifecycle!

More Roles

Business Relationship Manager Service Asset & Configuration

Service Asset Manager Service Knowledge Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator

Functions and Processes

Process Structured set of activities designed to accomplish a defined objective Inputs & Outputs Measurable e.g. ?? Function Team or group of people and tools they use to carry out one or more processes or activities Own practices and knowledge body e.g. ??

Further Learning

ITSMF provides the full books Internet forums and Groups Linkedin Group FacebookGroup Both quite active Video: http://cf.ilxgroup.com/itilv3pres/main.html

3 days gives the foundation level APM Group manages accreditation and certification BCS/ISEB is accredited by APM

Thank you for your participation